Cardigans & jumpers
Autumn looks
Kaat · Sleeveless tiered maxi dress
Nelleke · Printed long wrap skirt
Dieuwke · Pleated wide-leg culottes
Ymke · Cropped zip jacket with flap pockets
In short: you can return an order within 14 days of receiving it without giving a reason. Email our customer service with your order number and the statement that you want to cancel, and you then have another 14 days to send the item back – unworn, complete and with the labels attached. We refund the full order amount including the standard outbound delivery cost within 14 days of receiving the return or your proof of posting. Return shipping is at your own cost unless we state otherwise. Trying on at home is allowed; wearing out is not.
Last verified: 18 October 2026 · Written by the Lumasana team
Your right to return an order: the 14-day cooling-off period
When you buy online you cannot try on, touch or walk around in a garment before paying, so EU consumer law gives you a cooling-off period: 14 days from the day you receive the goods to decide whether you keep them, for any reason or none. This right is laid down in the EU Consumer Rights Directive and explained in plain language on the European Union’s Your Europe portal. It is not a favour we grant; it is your legal right, and our returns procedure is built to make using it as simple as possible. The formal conditions are on our Returns & cancellation page; this guide walks you through what to do in practice.
How to return an order in four steps
- Decide within 14 days of delivery. The period starts the day after you receive the parcel. If you ordered several items that arrive separately, it starts when the last one arrives.
- Tell us you want to cancel. Email our customer service with your order number and a clear statement that you are cancelling the purchase of the item or items. You may use the model cancellation form from our returns page, but a plain email is enough. We confirm receipt and send you the return address and instructions. Our Contact page has the contact details.
- Send the item back within 14 days of your notice. Pack it in the original or a sturdy bag or box, labels attached, with your order number inside. Use a tracked service and keep the proof of posting – it protects you if the parcel is delayed.
- Receive your refund. We refund to the original payment method within 14 days of receiving the return, or of your proof of posting if that comes first. You receive a confirmation email when the refund is issued.
In what condition can I return an order?
You may do at home what you could do in a shop fitting room: unpack the garment, try it on, check the fit and the fabric. Keep the labels and any hygiene stickers attached, do not remove tags, and do not wear the item outdoors or wash it. If a return shows signs of use beyond what is needed to assess it – perfume, make-up, worn soles on shoes, a wash – we may deduct the loss of value from the refund, as the law allows. Shoes are best tried on indoors on a rug, so the soles stay clean. Returning items complete means with the belt, the second piece of a co-ord set and any detachable parts included.
What does it cost to return an order?
The refund covers the full price of the items plus the standard outbound delivery cost you paid, if any. Return shipping is at your own cost unless we state otherwise. If you return only part of an order and the remaining items fall below the free-shipping threshold of €50,00, the standard delivery cost for the kept items may be deducted from the refund, as the law permits. There are no restocking fees. We recommend a tracked service for the return parcel; the proof of posting also starts the refund clock if the parcel is slow to arrive.
Return an order to exchange it for another size or colour
We do not run a separate exchange process, and that is to your advantage: place a new order for the size or colour you want straight away, so it ships immediately, and return the first item under the cooling-off period. You are never waiting for a return to arrive before the replacement leaves. If you are unsure which size to order the second time, our Size guide explains how to measure and read the chart, and the Find your style & size suggests a size from a few questions. Ordering two sizes to compare at home and returning one is allowed.
Exceptions and special cases
- Hygiene-sealed items – such as tights or underwear with a seal – cannot be returned once the seal is broken. The product page states this where it applies.
- Faulty or wrong items are not a cooling-off matter but a legal guarantee matter: contact us and we arrange the return at our cost and a replacement or refund.
- Late returns – after the 14-day notice period – are not covered by the cooling-off right. Contact us anyway; we look at each case.
- Gifts are returned by the person who placed the order, because the refund goes to the original payment method.
Return rules differ slightly per country for shops outside the EU; because we sell under EU law, the cooling-off period above applies to every customer in the EU regardless of the country of delivery. Delivery times per market are shown on each product page (4-6 working days to the Netherlands, 4-7 working days to Germany and 5-10 working days to Austria).
Reduce the need to return an order
Most returns are for size, and most size returns are avoidable. Measure once and compare with the centimetre chart on each product page; check the fit status; choose by fabric when you fall between sizes. Our Size guide, Trouser size guide and Shoe size guide take five minutes together and save most people a return. For fabric expectations – satin shows pulls, crisp woven fabrics crease, knits pill – the Fabric guide tells you what is normal before the parcel arrives. The GINETEX care symbols on the label tell you how the garment should be washed once you keep it.
Frequently asked questions about how to return an order
How long do I have to return an order?
You have 14 days from the day after delivery to tell us you want to cancel, and then 14 more days to send the item back. So in practice you have up to four weeks from delivery to get the parcel on its way, as long as the notice reaches us within the first 14 days.
Do I need to give a reason to return an order?
No, you can return an order for any reason or none. The cooling-off period lets you cancel for any reason or none. A short note about the reason helps us improve sizing and product descriptions, and we appreciate it, but it is entirely optional and never affects your refund.
Can I try the clothes on before returning them?
Yes. You may do what you would do in a shop fitting room: unpack, try on and check fit and fabric. Keep the labels attached, do not wear the item outside, do not wash it and avoid perfume or make-up contact. Try shoes on indoors on a rug so the soles stay clean.
When will I get my refund?
Within 14 days of our receiving the returned item, or of your proof of posting if that reaches us first. The refund goes to the payment method you used, and you receive an email when it is issued. Your bank or card provider may take a few more days to show it.
Who pays the return shipping?
Return shipping is at your own cost unless we state otherwise. We refund the full item price and the standard outbound delivery cost you paid. Use a tracked service and keep the proof of posting; it protects you if the parcel is delayed and starts the refund clock.
Can I exchange an item instead of returning it?
Place a new order for the size or colour you want, so it ships straight away, and return the first item within the cooling-off period. That is faster than any exchange process, because you never wait for the return to arrive before the replacement is sent.
What if the item arrived damaged or is not what I ordered?
That is a legal guarantee matter rather than a return under the cooling-off period. Contact our customer service with your order number and a photo; we arrange the return at our cost and send a replacement or refund you in full, including any shipping costs.
Can I return part of an order?
Yes. Register the items you want to return and keep the rest. If the items you keep fall below the free-shipping threshold, the standard delivery cost for them may be deducted from the refund, as the law allows; we tell you in advance if that applies.
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